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Information systems developed to support the functional units of a complete enterprise (referred in this paper as "application package") only serve standard industry processes. Very often, the business processes that differentiate an organization from another are the processes that define their competitive edge. This competitive edge can be achieved if the implemented processes are based on the best practices supported by these packages. This requires a strong knowledge of Business Processes, adept IT capability and a sound, tested implementation. This paper describes our experience in using the COTS package application MAC-PAC v10 for TOSHIBA sales services (a subsidiary of Toshiba Corporation).
Agarwal et al. (Wed,) studied this question.
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